Phone Trade In & Billing Issues

Hi Team,

I am unable to find the Direct Message icon on my profile, so I am posting my question here in the forum.

I have been using Xfinity for the past 9 months after switching from T-Mobile, and I now regret that decision. Despite multiple follow-ups with the Xfinity team and several visits to both the Xfinity Mobile Store and Corporate Office, I am frustrated by the poor service and customer support I have received. I am reaching out here in hopes that my issue can finally be resolved.

Please review my account "[Edited: "Personal Information"]" for more details. I have two lines on this account. During the Thanksgiving offer in November 2024, I visited the Xfinity Store where an executive explained the offer to me. I opted for the offer by trading in two phones: an iPhone 13 Pro Max and a Samsung S22 Ultra. Both devices were eligible for a trade-in offer worth $1,000 each. In exchange, I received two new iPhone 16 Pro Max devices.

However, starting in November, my billing statements began showing device payments of approximately $46 per device. I have followed up multiple times, visiting both the corporate office and Xfinity stores, and have filed complaints. Despite this, no resolution has been provided. I was advised to check with the store where I purchased the plan, but they were also unable to help. Multiple tickets have been created, and the corporate office has been contacted, but as of August 2025, I am still being charged these device payments.

To make matters worse, I have lost my original phones—the iPhone 13 Pro Max and Samsung S22 Ultra. I believe Xfinity made an error or some miscalculation on my account, yet I continue to pay for these device payments. The company later upgraded my plan with the promise of device payment credits on my billing statements, but those credits have never appeared.

I am hoping you can assist me with this issue. If not, I may have to consider taking legal action and filing a complaint with an attorney.

Thank you for your time and assistance.